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Head of Customer Experience

2 months ago

San Francisco, California, United States Middesk Full time
About Middesk

Middesk is a leading disruptor in the business identity market, aiming to make it easier for businesses to work together. Our goal is to provide a comprehensive business identity platform that facilitates rapid onboarding and transacting for financial services institutions and fintechs.

The Role

We are seeking a seasoned professional to lead our post-sales strategy and journey for all customers. As the Head of Customer Experience, you will oversee the development and implementation of a long-term strategy to scale our account management and customer experience teams, delivering an exceptional customer experience across all segments.

Your mission will be to build deep, mutually beneficial relationships with our customers, understanding their business needs and helping them achieve long-term success with Middesk. You will lead efforts to build long-term, strategic partnerships with our largest clients while developing a scalable engagement model for other segments.

Key Responsibilities:

  • Promote product usage, adoption, and revenue growth across our customer base by developing scalable, win-win solutions.
  • Build and maintain relationships with customers, understanding their business needs and helping them achieve long-term success with Middesk.
  • Develop and expand our teams to deliver exceptional post-sales experiences, ensuring we provide industry-leading service across all customer segments.
  • Work effectively across the GTM and product functions to provide an outstanding customer experience.
  • Serve as a key advocate for our customers within Middesk, influencing the product roadmap to align with the evolving needs of current and future customers.

Requirements:

  • 8+ years in leading client-facing post-sales functions, including account management.
  • Demonstrated success in hiring, onboarding, and developing talent within account management and customer experience teams in high-growth environments.
  • Demonstrated success working with large enterprise customers in fintech or financial services, including managing complex relationships, influencing, and negotiating at senior levels.
  • Experience selling technical solutions with a usage/volume-based model, and ability to engage with customers on technical topics.
  • Demonstrated ability to use data to identify upsell and cross-sell opportunities and to drive business outcomes.

Nice to Have:

  • Experience with data, identity, or risk products: Familiarity with products related to data, identity, or risk, and an understanding of their unique customer needs.